Call Processing Method and Device

ABSTRACT

A call processing method and device are provided. In the call processing method, voice guidance in a call is converted into visual data; and the visual data is displayed as a visual menu to present content of the voice guidance.

TECHNICAL FIELD

The present disclosure relates to the field of communications, and moreparticularly, to a call processing method and device.

BACKGROUND

Telephone services mainly include two types of services, i.e., automaticvoice service and manual service. No matter which type of service isused, the traditional pure voice interactive manner may bring a lot ofinconvenience to users and enterprises. In general, after a user dials ahotline, the user may only select the business or service that the userwishes to proceed after listening to the voice broadcast. As the voicebroadcast is given progressively, the user has to listen to voicebroadcast one level by one level before the user can select the businessor service that the user wishes to proceed. Meanwhile, since the user iscompletely unforeseeable to the next-level menu, the user may operateincorrectly and, as a consequence, have to re-call the user servicephone, resulting in lower efficiency. For an enterprise, since the userhas poor experience of telephone service, the perception of the user forthe corporate image may be inevitably influenced.

There is no effective solution for the problem of poor user experiencecaused by the voice guidance employed in a call.

SUMMARY

Some embodiments of the present disclosure provide a call processingmethod and device for solving the problem of poor user experience causedby the voice guidance employed in a call.

According to an embodiment of the present disclosure, a call processingmethod is provided, which may include the following acts. Voice guidancein a call is converted into visual data. The visual data is displayed asa visual menu to present content of the voice guidance.

In an exemplary embodiment, the act that the voice guidance is convertedinto the visual data may include the following acts. Indicationinformation is acquired, and in this embodiment, the indicationinformation indicates whether to convert the voice guidance into thevisual data. The voice guidance is converted into the visual data whenthe indication information indicates to convert the voice guidance intothe visual data.

In an exemplary embodiment, after the visual data is displayed as thevisual menu, the call processing method may further include thefollowing acts. Data input by a user during a voice guidance interactionprocess is received and the data input by the user is saved.

In an exemplary embodiment, after the data input by the user is saved,the call processing method may further include the following acts. Thedata is invoked and the data is displayed together with the visual menu.

In an exemplary embodiment, after the visual data is displayed as thevisual menu, the call processing method may further include thefollowing acts. A command is received through the visual menu. Thecommand is sent to a provider of the voice guidance.

In an exemplary embodiment, the act that the visual data is displayed asthe menu may include at least one of the following acts that: the visualdata is displayed as the visual menu in a form of a list, the visualdata is displayed as the visual menu in a form of a tree structure, thevisual data is displayed as the visual menu in a form of organizationarchitecture, or the visual data is displayed as the visual menu in aform of text display.

In an exemplary embodiment, when the visual data is displayed in theform of the list, in the form of the tree structure, or in the form ofthe organization architecture, the act that the visual data is displayedas the visual menu may include the following acts. One or morefirst-level menus are displayed. After receiving a command of displayinga next-level menu of at least one menu in the one or more first-levelmenus, the next-level menu of the at least one menu is displayed in aform of a list.

In an exemplary embodiment, the act that the visual data is displayed asthe visual menu may include the following act. It is determined todisplay all menus or display a part of menus according to a screen sizeof a device displaying the visual menu.

In an exemplary embodiment, after the visual data is displayed as thevisual menu, the call processing method may further include thefollowing acts. The visual menu is saved and a relationship between thevisual menu and a number is established. In the present embodiment, therelationship may be used for invoking the visual menu when a user dialsthe number.

According to an embodiment of the present disclosure, there is alsoprovided a call processing device including a converting module and adisplaying module. The converting module is arranged to convert voiceguidance in a call into a visual data. The displaying module is arrangedto display the visual data as a visual menu to present content of thevoice guidance.

In an exemplary embodiment, the converting module may include anacquiring unit and a converting unit. The acquiring unit is arranged toacquire indication information. In the present embodiment, theindication information indicates whether to convert the voice guidanceinto the visual data. The converting unit is arranged to convert thevoice guidance into the visual data when the indication informationindicates to convert the voice guidance into the visual data.

In an exemplary embodiment, the call processing device may furtherinclude a first receiving module. The first receiving module is arrangedto receive data input by a user during a voice guidance interactionprocess and save the data after the displaying module displays thevisual data as the visual menu.

In an exemplary embodiment, the call processing device may furtherinclude an invoking module. The invoking module is arranged to invokethe data and display the data together with the visual menu after savingthe data input by the user.

In an exemplary embodiment, the call processing device may furtherinclude a second receiving module and a sending module. The secondreceiving module is arranged to receive a command through the visualmenu after the displaying module displays the visual data as the visualmenu. The sending module is arranged to send the command to a providerof the voice guidance.

In an exemplary embodiment, the displaying module may include at leastone of a first displaying unit, a second displaying unit, a thirddisplaying unit and a fourth displaying unit. The first displaying unitis arranged to display the visual data as the visual menu in a form of alist. The second displaying unit is arranged to display the visual dataas the visual menu in a form of a tree structure. The third displayingunit is arranged to display the visual data as the visual menu in a formof organization architecture. The fourth displaying unit is arranged todisplay the visual data as the visual menu in a form of text display.

In an exemplary embodiment, each of the first displaying unit, thesecond displaying unit and the third displaying unit may include afirst-level menu sub-unit and a next-level menu sub-unit. Thefirst-level menu sub-unit is arranged to display one or more first-levelmenus. The next-level menu sub-unit is arranged to display, afterreceiving a command of displaying a next-level menu of at least one menuin the one or more first-level menus, the next-level menu of the atleast one menu in a form of a list.

In an exemplary embodiment, the displaying module may include anadjusting unit. The adjusting unit is arranged to determine to displayall menus or display a part of menus according to a screen size of adevice displaying the visual menu.

In an exemplary embodiment, the call processing device may furtherinclude a saving module. The saving module is arranged to save thevisual menu and establish a relationship between the visual menu and anumber corresponding to the voice guidance after the displaying moduledisplays the visual data as the visual menu. In the present embodiment,the relationship may be used for invoking the visual menu when a userdials the number.

According to the technical scheme provided by the embodiments of thepresent disclosure, voice guidance in a call is converted into visualdata, and the visual data is displayed as a visual menu to presentcontent of the voice guidance, so as to solve the problem of poor userexperience caused by the voice guidance employed in a call. By virtue ofthe technical scheme, the voice guidance is displayed as a visual menuvividly and intuitively, thereby improving user experience.

BRIEF DESCRIPTION OF THE DRAWINGS

The drawings are described here to provide further understanding of thepresent disclosure, and form a part of the present application. In thedrawings:

FIG. 1 is a flow diagram of a call processing method according to anembodiment of the present disclosure;

FIG. 2 is a first exemplary flow diagram of a call processing methodaccording to an embodiment of the present disclosure;

FIG. 3 is a second exemplary flow diagram of a call processing methodaccording to an embodiment of the present disclosure;

FIG. 4 is a structure block diagram of a call processing deviceaccording to an embodiment of the present disclosure;

FIG. 5 is a first exemplary structure block diagram of a call processingdevice according to an embodiment of the present disclosure;

FIG. 6 is a schematic diagram of a visual menu of a call processingdevice according to an embodiment of the present disclosure;

FIG. 7 is a schematic diagram of a call processing device for storinguser input data according to an embodiment of the present disclosure;

FIG. 8 is a third flow diagram of a call processing method according toan exemplary embodiment of the present disclosure;

FIG. 9 is a fourth flow diagram of a call processing method according toan exemplary embodiment of the present disclosure; and

FIG. 10 is a fifth flow diagram of a call processing method according toan exemplary embodiment of the present disclosure.

DETAILED DESCRIPTION OF THE EMBODIMENTS

It is to be noted that the embodiments in the present application andthe characteristics in the embodiments may be combined with each otherunder the condition of no conflicts. The present disclosure is describedbelow with reference to the drawings and the embodiments in detail.

The acts shown in the flow diagrams of the accompanying drawing may beperformed in a user terminal, for example, a smart phone or a tabletcomputer. Although the logical sequence is shown in the flow diagrams,in some cases, the acts shown or described may be performed in an orderdifferent from the order herein.

The “first” and “second” in the following embodiments are only fordistinguishing and do not define the order.

The present embodiment provides a call processing method. FIG. 1 is aflow diagram of a call processing method according to an embodiment ofthe present disclosure. As shown in FIG. 1, the flow may include thefollowing acts S102 and S104.

At act S102, voice guidance in a call is converted into visual data.

At act S104, the visual data is displayed as a visual menu to presentcontent of the voice guidance through the visual menu.

Through each of the above acts, voice guidance in a call is convertedinto visual data, and the visual data is displayed as a visual menu topresent content of the voice guidance, so as to solve the problem ofpoor user experience caused by the voice guidance employed in a call. Byvirtue of the technical scheme, the voice guidance can be displayed as avisual menu vividly and intuitively. When the voice broadcast is givenat an over slow voice speed, the user may carelessly miss the contentthat the user is interested in. Through the above acts, the voiceguidance may be recognized according to the voice call, providing avisual interactive function, so that a user can select the service thatthe user needs from the visual menu without needing to listen to thevoice guidance, thereby preventing the user from missing the contentthat the user is interested in, and improving the user experience.

FIG. 2 is a first exemplary flow diagram of a call processing methodaccording to an embodiment of the present disclosure. As shown in FIG.2, in an exemplary embodiment, the process of converting the voiceguidance into visual data in act S102 may include the following actsS202 and S204.

At act S202, indication information is acquired. The indicationinformation indicates whether to convert the voice guidance into thevisual data.

At act S204, the voice guidance is converted into the visual data whenthe indication information indicates to convert the voice guidance intothe visual data.

Through the above acts, the switch function may be achieved through theindication information. For example, a switch may be configured so thatthe visual menu interface does not affect the original diallinginterface. Meanwhile, the user may select to open the visual menu or mayselect to close the visual menu and conduct a call in a conventionalvoice manner. When making a call, whether visual voice response issupported may be checked, if the visual voice response is supported, avisual dialling interface may be initiated.

In the above exemplary embodiment, by executing each of the above acts,the indication information may be acquired according to the selection ofthe user, and whether to convert the voice guidance into the visual datamay be determined according to the indication information. In this way,the user can select the visual menu or the conventional voice broadcast,thereby improving the user experience.

In some cases, when dialling the same hotline, the users may want toconsult or inquire about the same service. In an exemplary embodiment ofthe present disclosure, after the visual data is displayed as the visualmenu, data input by the user during a voice guidance interaction processmay be received and the data input by the user may be saved.

These data may be placed in one file or in different files. For example,bank account information and other sensitive information may need to bestored in a separate file. According to the call processing method inthe present embodiment, when the user dials the same hotline the nexttime, if the same service needs to be consulted or inquired, the storeddata may be invoked, so that the user does not need to input theinformation again, thereby improving the user experience.

In an exemplary embodiment of the present disclosure, after the datainput by the user is saved, the data may be invoked and the data may bedisplayed together with the visual menu, so that the data that the usermay need to invoke may be visually displayed, and the user does not needto manually invoke the data, thereby improving the user experience.

FIG. 3 is a second exemplary flow diagram of a call processing methodaccording to an embodiment of the present disclosure. In an exemplaryembodiment of the present disclosure, after the visual data is displayedas the visual menu, that is, after act S104, as shown in FIG. 3, theflow may include the following acts S302 and S304.

At act S302, a command is received through the visual menu.

At act S304, the command is sent to a provider of the voice guidance.

By executing each of the above acts, the user can conveniently andintuitively interact with the service provider through the visual menu.In response to the key pressing and/or touching events of the user, thecorresponding functions are executed according to the data command. Whentraditional voice broadcast is adopted, a mobile phone often shuts downthe screen in the process of dialling in order to save energy, or themobile phone may need to be moved from the ear to the user's face whenthe user needs to input some content. By virtue of the technical scheme,such inconvenience can be avoided, thereby improving the userexperience.

In addition, during practical implementation, there may be manyimplementation options for displaying the visual data as the visualmenu. In an exemplary embodiment, the implementation may include atleast one of: displaying the visual data as the visual menu in a form ofa list, displaying the visual data as the visual menu in a form of atree structure, displaying the visual data as the visual menu in a formof organization architecture, and displaying the visual data as thevisual menu in a form of text display.

Herein, displaying the visual data as the visual menu in a form of alist has the following characteristics. The menu may be displayed onelevel by one level. For example, one or more first-level menu items maybe first displayed in a form of a list, after the user selects a menu,each sub-menu corresponding to the selected menu is then displayed in aform of a list. The user may also return to the previous menu by areturn button.

Displaying the visual data as the visual menu in a form of a treestructure has the following characteristics. After clicking on a nodemenu on a tree diagram, if there is a sub-menu subordinate to this nodemenu, after the user selects a node menu, each sub-node menu subordinateto this selected node menu is expanded and displayed. The user may alsojump directly from one menu to another menu.

Displaying the visual data as the visual menu in a form of organizationarchitecture has the following characteristics. After clicking on a nodemenu on the organization architecture, if there is a sub-menusubordinate to this node menu, each sub-node menu subordinate to thisselected node menu is expanded and displayed. The user may also jumpdirectly from one menu to another menu.

By adopting the call processing method in the above embodiments, theuser can select a plurality of implementations of the visual menu sothat the presentation form of the visual menu is diversified. Inaddition, the user may easily switch and select between different menus,thereby improving the user experience.

Due to the diversification of user terminals, the display screen mayhave different sizes. For the screen of different sizes, in an exemplaryembodiment of the present disclosure, it may be determined to displayall menus or display a part of menus according to a screen size of thedevice, so as to give the user a satisfactory visual experience. Byvirtue of the technical scheme, the visual menu may be displayed at aproper size to facilitate the identification and selection, therebyimproving the user experience.

In an exemplary embodiment of the present disclosure, after the visualdata is displayed as the visual menu, the visual menu may be saved and arelationship between the visual menu and a number may be established. Byvirtue of the technical scheme, when the user dials a number, the usercan invoke the visual menu according to the corresponding relationshipbetween the stored number and the visual menu, thereby saving time ofthe user and improving the user experience.

For example, when the user dials the hotline again under a conditionthat the visual menu data has been stored, the stored visual menu datais invoked according to the hotline number input by the user, and thevoice prompt coming from the opposite terminal is monitored to determinewhether the currently played voice menu has been stored. If thecurrently played voice menu has been stored, the stored visual menu datais displayed level by level according to the menu order in which thevoice is played. If the currently played voice menu has not been stored,the audio information played in the call in converted into e.g. text.The visual menu is displayed to the user and stored.

According to the above embodiments and exemplary embodiments, theterminal performs speech recognition on the voice guidance based on thespeech recognition technology to form a visual menu. The visual menu maybe stored in the terminal after being generated. The content of thevoice guidance may be presented in a form of a list, in a form of a treestructure, in a form of organization architecture, or in other intuitivemanners so as to achieve visualization of the menu and receive the userinput. The user input content may be stored for facilitating operationsin repeated dialling.

In the embodiment, there is also provided a device which corresponds tothe call processing method in the above embodiment. Those which havebeen described will not be repeated herein. The modules or units in thecall processing device may be codes stored in a memory or a userterminal and may be run by a processor, or may be implemented in othermanners, which will not be illustrated with examples.

According to an embodiment of the present disclosure, there is alsoprovided a call processing device. FIG. 4 is a structure block diagramof a call processing device according to an embodiment of the presentdisclosure. As shown in FIG. 4, the call processing device may include aconverting module 42 and a displaying module 44.

The converting module 42 is arranged to convert voice guidance in a callinto a visual data.

The displaying module 44 is arranged to display the visual data as avisible menu to present content of the voice guidance.

Through each of the above modules, the converting module 42 convertsvoice guidance into a visual data, and the displaying module 44 displaysthe visual data as a visible menu to present content of the voiceguidance, so as to solve the problem of poor user experience caused bythe voice guidance employed in a call. By virtue of the technicalscheme, the voice guidance can be displayed as a visual menu vividly andintuitively. When the voice broadcast is given at an over slow voicespeed, the user may carelessly miss the content that the user isinterested in. By virtue of the technical scheme provided above, theuser can select the service that the user needs from the visual menu,thereby preventing the user from missing the content that the user isinterested in, and improving the user experience.

The converting module 42 may be implemented in a variety of ways. In anexemplary embodiment, the converting module 42 may include an acquiringunit and a converting unit.

The acquiring unit is arranged to acquire indication information. Theindication information indicates whether to convert the voice guidanceinto the visual data.

The converting unit is arranged to convert the voice guidance into thevisual data when the indication information indicates to convert thevoice guidance into the visual data.

Through each of the above units, the switch function may be achievedthrough the acquiring unit. For example, a switch may be configured sothat the visual menu interface does not affect the original diallinginterface. Meanwhile, the user may select to open the visual menu or mayselect to close the visual menu and conduct a call in a conventionalvoice manner. When making a call, whether visual voice response issupported may be checked, if the visual voice response is supported, avisual dialling interface may be initiated.

In general, the converting unit may include a caching portion, a sounddecoding portion, and a character library portion. The caching portioncaches the audio segments in the voice prompt currently being played bythe voice guidance provider. The character library portion is generallyprovided separately in the terminal. The sound decoding portion decodesand identifies the cached audio information and searches for a matchedcharacter based on the character library.

In the above exemplary embodiment, by executing each of the above units,the acquiring unit can acquire the indication information according tothe selection of the user, and the converting unit converts the voiceguidance into the visual data. In such a way, the user can select thevisual menu or the conventional voice broadcast menu, thereby improvingthe user experience.

In some cases, when dialling the same hotline, the users may want toconsult or inquire about the same service. In an exemplary embodiment ofthe present disclosure, the call processing device may further include afirst receiving module arranged to, after the displaying module displaysthe visual data as the visual menu, receive data input by the userduring a voice guidance interaction process and save the data.

These data may be placed in one file or in different files. For example,bank account information and other sensitive information may need to bestored in a separate file. When the user dials the same hotline the nexttime, if the same service needs to be consulted or inquired, the datastored by the first receiving module may be invoked, so that the userdoes not need to input the information again, thereby improving the userexperience.

In an exemplary embodiment of the present disclosure, the callprocessing device may further include an invoking module arranged to,after the data input by the user is saved, invoke the data and displaythe data together with the visual menu, so that the data that the usermay need to invoke may be visually displayed, and the user does not needto manually invoke the data, thereby improving the user experience.

FIG. 5 is a first exemplary structure block diagram of a call processingdevice according to an embodiment of the present disclosure. In anexemplary embodiment of the present disclosure, after the displayingmodule displays the visual data as the visual menu, as shown in FIG. 5,the call processing device may further include a second receiving module52 and a sending module 54.

The second receiving module 52 is arranged to receive a command throughthe visual menu.

The sending module 54 is arranged to send the command to a provider ofthe voice guidance.

The second receiving module 52 completes the acquisition of the user keypressing and acquires the user command according to the specific keyinformation corresponding to the menu selected by the user. The sendingmodule 54 transmits the command to the provider of the voice guidance.By executing each of the above modules, the user can conveniently andintuitively interact with the provider of the voice guidance through thesecond receiving module 52 and the sending module 54. When traditionalvoice broadcast is adopted, a mobile phone often shuts down the screenin the process of dialling in order to save energy, or the mobile phonemay need to be moved from the ear to the user's face when the user needsto input some content. By virtue of the technical scheme, suchinconvenience can be avoided, thereby improving the user experience.

In addition, during practical implementation, there may be manyimplementation options for the displaying module 44. The displayingmodule 44 identifies the acquired text information from the convertingmodule 42, graphically presents the voice guidance information, anddisplays the corresponding UI interface on the screen; achieves thegraphic presentation of the voice guidance information and thepresentation of the text information. The displaying module 44 alsodetermines the logic rule of the information presentation, such as inthe form of the list, in the form of the tree structure, or in the formof the organization architecture. In an exemplary embodiment, thedisplaying module 44 may include at least one of a first displayingunit, a second displaying unit, a third displaying unit and a fourthdisplaying unit.

The first displaying unit is arranged to display the visual data as thevisual menu in a form of a list.

The second displaying unit is arranged to display the visual data as thevisual menu in a form of a tree structure.

The third displaying unit is arranged to display the visual data as thevisual menu in a form of organization architecture.

The fourth displaying unit is arranged to display the visual data as thevisual menu in a form of text display.

Herein, the first displaying unit has the following characteristics. Themenu may be displayed one level by one level. For example, one or morefirst-level menu items may be first displayed in a form of a list, andafter the user selects a menu, each sub-menu corresponding to theselected menu is then displayed in a form of a list. The user may alsoreturn to the previous menu by a return button.

The second displaying unit has the following characteristics. Afterclicking on a node menu on a tree diagram, if there is a sub-menusubordinate to this node menu, after the user selects a node menu, eachsub-node menu subordinate to this selected node menu is expanded anddisplayed. The user may also jump directly from one menu to anothermenu.

The third displaying unit has the following characteristics. Afterclicking on a node menu on the organization architecture, if there is asub-menu subordinate to this node menu, each sub-node menu subordinateto this selected node menu is expanded and displayed. The user may alsojump directly from one menu to another menu.

Through the above embodiments, the user can select a plurality ofimplementations of the displaying module 44 so that the presentationform of the visual menu is diversified. In addition, the user may easilyswitch and select between different menus, thereby improving the userexperience.

Due to the diversification of user terminals, the display screen mayhave different sizes. For the screen of different sizes, in an exemplaryembodiment of the present disclosure, the displaying module 44 mayfurther include an adjusting unit arranged to determine to display allmenus or display a part of menus according to a screen size of thedevice, so as to give the user a satisfactory visual experience. Byvirtue of the technical scheme, the visual menu may be displayed at aproper size to facilitate the identification and selection, therebyimproving the user experience.

In an exemplary embodiment of the present disclosure, the callprocessing device may further include a saving module arranged to savethe visual menu and establish a relationship between the visual menu anda number after the displaying module displays the visual data as thevisual menu. By virtue of the technical scheme, when the user dials anumber, the user can invoke the visual menu according to thecorresponding relationship between the stored number and the visualmenu, thereby saving time of the user and improving the user experience.

For example, the saving module can complete the dialling numberregistration, voice menu information storage, and user input contentstorage. The saving module identifies the visual menu from thedisplaying module 44 and stores the visual menu locally, keeps storingthe latest voice menu information, and completes the storage of a batchof hotline related information. The stored hotline related informationmay include, for example, the hotline name, the number, the relatedvisual menu information, user input information and so on.

The technical scheme will be described below in connection with anexemplary embodiment of the present disclosure, taking a user terminalas an example.

After dialling a hotline, a user generally hears the greeting first. Theuser may select the business or service he/she wishes to proceed afterlistening to the voice broadcast. In general, the user may only selectthe business or service that the user wishes to proceed after listeningto the voice broadcast. As the voice broadcast is given progressively,the user has to listen to voice broadcast one level by one level beforehe/she can select the business or service that he/she wishes to proceed,resulting in lower efficiency. It also influences the perception of theuser for the corporate image, and the input of some complicated personalinformation is also tedious.

In this exemplary embodiment, a technical scheme enabling visualizationof the voice menu when a user dials the hotline is provided, taking thepresent popular intelligent terminal as an example. The text interactivemeans may be introduced when the user dials the hotline so that thehotline dialling becomes more intelligent and humanized.

The present exemplary embodiment provides a visual dialling method for aterminal device. A visual interactive menu is provided to a user in atelephone call to facilitate the user to select the service to behandled and to present content of the voice guidance graphically. Theuser achieves the self-service by selecting the corresponding servicemenu item, that is, achieves the voice guidance through the visual menu,without the need to select the service by listening to the voiceguidance. According to the data command, in response to the key pressingand/or touching events of the user, the corresponding functions may becompleted after the service phone menu data is loaded in the visualdialling interface.

The manner of displaying the voice guidance may be a paragraph ofordinary texts, or the voice guidance may be displayed in a form of alist, or in a form of a tree structure, or in a form of organizationarchitecture. Whether the menu is displayed level by level or all or apart of menus are displayed once may be determined according to a screensize of the device displaying the visual menu. According to differentorganization forms of the menu items, the user may switch and selectbetween the different menus when selecting the menu.

The three manners will be explained below.

The list manner has the following characteristics. The menu is displayedone level by one level. One or more first-level menu items may be firstdisplayed in a form of a list in a form of a list, and after the userselects a menu each sub-menu corresponding to the selected menu is thendisplayed in a form of a list. The tree structure manner has thefollowing characteristics. The menu item is presented in the treediagram manner, after clicking on a node menu on a tree diagram, ifthere is a sub-menu subordinate to this node menu, after the userselects a node menu, each sub-node menu subordinate to this selectednode menu is expanded and displayed. The organization architecturemanner has the following characteristics. the menu item is presented inthe organization architecture manner, after clicking on a node menu onthe organization architecture, if there is a sub-menu subordinate tothis node menu, each sub-node menu subordinate to this selected nodemenu is expanded and displayed. For the menu organized in a form of alist, the user may return to the previous menu by a return button. Forthe menu organized in a form of a tree structure or in a form oforganization architecture, the user may jump directly from one menu toanother menu.

In the present embodiment, a switch may be configured so that the visualdialling interface does not affect the original dialling interface. Theuser may select to open the visual menu or may select to close thevisual menu and conduct a call in a conventional voice manner. Whenmaking a call, whether visual voice response is supported may bechecked, if the visual voice response is supported, a visual diallinginterface may be initiated.

As an exemplary embodiment, the user may save the input content data inthis call. These data may be placed in one file or in different files.For example, bank account information and other sensitive informationmay need to be stored in a separate file. The data may be stored in theterminal memory together with the visual menu and may be invoked anddisplayed together with the visual menu.

As an exemplary embodiment, the menu data of the service telephone inthe present embodiment may include menu data and user data. This will bedescribed below respectively.

Menu data: the user may be connected to different services or otherinterfaces by selecting different service commands, including returningto the previous layer, transferring to the manual service, timeoutlength, timeout action, returning to the previous menu after timeout,requiring re-input after timeout, repeating (refreshing) and so on. Asthe telephone service changes, the number and format of the command maybe modified accordingly.

User data: user data includes common input information and sensitiveinput information, such as bank account information, passwordinformation and so on.

When the user dials the hotline again under a condition that the visualmenu data has been stored, the calling unit invokes the visual menu datastored by the speech recognition unit according to the hotline numberinput by the user, and the speech recognition unit monitors the voiceprompt coming from the opposite terminal to determine whether thecurrently played voice menu has been stored. If the currently playedvoice menu has been stored, the stored visual menu data is displayedlevel by level according to the menu order in which the voice is played.If the currently played voice menu has not been stored, the audioinformation played in the call in converted into e.g. text by the speechrecognition unit. The visual menu unit is displayed to the user andstored.

In the present exemplary embodiment, a visual voice dialling device isprovided for a terminal device, including a speech recognition unit(achieving the function of the above converting module 42), a visualmenu unit (achieving the function of the displaying module 44), and acalling unit. These units will be described below respectively.

Speech Recognition Unit

The speech recognition unit monitors the voice prompt coming from theopposite terminal and returns the menu recognition result. The speechrecognition unit converts the audio information played in the call intotext. The speech recognition unit is coupled with the visual menu unitfor displaying the text information to the user, that is, the relevanttext information is transmitted to the visual menu unit to be displayedto the user in a certain interface form.

The speech recognition unit may include a caching module and aconverting module. The caching module is arranged to cache the audiosegments in the voice prompt currently being played by the oppositeterminal and to be triggered after the call is started. The convertingmodule is coupled with the caching module, and is arranged to convertthe current cached audio segments into text information when the voiceprompt ends. The converting module may include a sound decoding portionand a character library portion. The library portion is generallyarranged separately in the mobile phone memory. The sound decodingportion decodes and identifies the audio information cached by themobile phone terminal and searches for a matched character based on thecharacter library pre-stored in the mobile phone, and sends the matchedcharacter as a search keyword to the searching module.

The cached audio information is converted into character information bythe speech recognition function. That is, the voice information sent bythe opposite terminal is acquired, for example, the content “said” bythe opposite terminal. Then, the voice information coming from theopposite terminal is converted into character information for displaythrough the speech recognition technology. An existing Automated SpeechRecognition (ASR) can convert the vocabulary content in a human voiceinto a computer-readable input, for example, and the conversion may beachieved by the following three acts:

1, performing feature extraction on the input voice;

2, matching the extracted voice signal and the voice model within thecomputer; and

3, outputting the matching result.

Since the speech recognition technology is a traditional art, it willnot be repeated herein.

Calling Unit

The unit is a function module of making a call, including a normaltelephone function and a visual dialling function of automatic voiceanswering phones. The calling unit may be implemented by existingtechnologies and is not a key point of the present disclosure. Aninterface between the calling unit and the visual menu unit is provided.

Visual Menu Unit

The unit identifies the acquired text information from the speechrecognition unit, graphically presents the voice guidance information,presents the corresponding menu through the visual menu, and displaysthe corresponding UI interface on the screen. The unit also provides theinterface for user input, waits for the user operation, completes theacquisition of the user key pressing, acquires the corresponding keyinformation according to the specific menu selected by the user, andpasses the key information to the calling unit. The unit also achievesgraphic presentation of the voice guidance and the presentation of thetext information, determines the logic rule of the informationpresentation in the form of the list, in the form of the tree structure,or in the form of the organization architecture.

The visual menu unit provides the storage function, completes thedialling number registration, the voice menu information storage, andthe user input content storage. The visual menu unit identifies thevisual menu from the speech recognition unit and stores the visual menulocally, and stores the latest voice menu information. The visual menuunit also completes the storage of a batch of hotline relatedinformation. The stored information may include, for example, thehotline name, the number, the related visual menu information, userinput information and so on.

The voice menu information may further include a hotline number, a menulevel, a menu name, a menu number, and so on. It is assumed that thevoice self-service menu logic of 10086 is as follows: pressing 10086 toenter first-level menu nodes, with the following voice prompts: “press 1for balance query, and press 2 to talk to our representative”.

FIG. 6 is a schematic diagram of a visual menu of a call processingdevice according to an embodiment of the present disclosure. As shown inFIG. 6, it is assumed that the voice self-service menu logic of 10086 isas follows: dialling 10086 for a first-level menu node, with thefollowing voice prompts: “press 1 for balance query, and press 2 to talkto our representative”. The converting module 44 (embodied as a speechrecognition unit, the following description is based on the speechrecognition unit) converts the voice prompts into character menu to bedisplayed to the user.

In the visual menu dialling process, when the user has selected a menuto call, the specific methods may be different depending on differentoperating systems. FIG. 7 is a schematic diagram of a voice diallingstructure of a call processing device according to an embodiment of thepresent disclosure. In the present exemplary embodiment, as shown inFIG. 7, the visual menu unit (the visual menu unit realizes the functionof the above displaying module 44, the second receiving module 52, thesending module 54, and the storing module) in the Android systemreceives the user touch operation, and passes different parameters whenthe user clicks the execution menu. For example, when the user clicks onthe menu of “press 1 for balance query”, the visual menu unit convertsthe touch instruction to the numeric information corresponding to themenu button and passes the numeric information to the calling unit. Itis assumed that the visual menu is a two level structure, and the menulogic of the service of 10086 is as follows. The number 10086 is dialledto enter the first-level menu. The visual menu is as follows: “press 1for balance query and press 2 to talk to our representative”. When theuser clicks on menu 1, the account balance is sent to the user, and whenthe user clicks on menu 2, the user is accessed to manual service.

In the visual menu dialling process, when the user wishes to jumpdirectly from the third-level menu to the first-level menu, the useronly needs to click on the first-level menu on the screen, and thevisual menu unit automatically passes a voice command of returning tothe previous-level to the calling unit to complete the operation ofreturning to the previous-level menu. It is assumed that the voiceself-service menu logic of 10086 is to press 0 to return to theprevious-level menu. When the user clicks and selects to directly jumpfrom the third-level menu interface to the first-level menu interface,the visual menu unit receives the user input and continuously feeds two0 back to the calling unit. A direct page jump is displayed to the useron the UI interface. The calling unit continuously completes the inputof two return keys in the background actually. When the user wishes tojump directly from the first-level menu to the third-level menu, theuser only needs to select the third-level menu by clicking thethird-level menu on the screen by touching, and the visual menu unitautomatically passes the voice command of the second-level menu numbercorresponding to the third-level menu number to the calling unit tocomplete the operation of going to the third-level menu. It is assumedthat the third-level menu number of the voice self-service of 10086 is1-1-1. When the user selects on the first-level menu interface to go tothe third-level menu interface to perform further clicking and selectionby touching, the visual menu unit receives the user input andcontinuously feeds two 1 back to the calling unit. A direct page jump isdisplayed to the user on the UI interface. The calling unit continuouslycompletes the input of two 1 keys in the background actually.

The user may also select the menu that the user needs in a manner ofpressing the key or touching. The input content information of the usermay include a touch operation on the menu, a corresponding user inputtext content, and so on. FIG. 8 is a schematic diagram of a callprocessing device for storing user input data according to an embodimentof the present disclosure. As shown in FIG. 8, when a user inputs astring of text information, for example, a bank card number, the visualmenu unit may store the number, and the number is filled in the visualmenu by default when dialling the next time without the need of there-input of the user.

FIG. 9 is a third flow diagram of a call processing method according toan exemplary embodiment of the present disclosure. In a second exemplaryembodiment of the present disclosure, as shown in FIG. 9, the flow mayinclude the following acts.

At act S902, the calling unit is activated, and the hotline number to bedialled is selected.

At act S904, the visual menu unit determines whether the latest voiceguidance is stored according to the hotline to be dialled, if so, themenu is displayed level by level and the user input is received, and ifnot, act S906 is executed to start the speech recognition unit.

At act S906, the speech recognition unit caches the audio information ofthe current call, identifies the information and converts theinformation into text information.

At act S908, the visual menu unit presents the current menu informationaccording to the recognition result and the graphic menu displayrequirement (the list manner, the tree diagram manner, or theorganization architecture manner).

At act S910, the user selects a menu by clicking, and the visual menuunit converts the click of the user on the menu into the menu number andsends the menu number to the calling unit.

At act S912, the calling unit notifies the visual menu unit to furtherpresent information of a next-level menu of the selected menu afterreceiving the feedback.

Through each of the above acts, the voice broadcast may be convertedinto a visual menu, thereby facilitating user operation, saving time ofthe user, and improving user experience.

In a third exemplary embodiment, FIG. 10 is a fifth flow diagram of acall processing method according to an exemplary embodiment of thepresent disclosure. As shown in FIG. 10, the flow may include thefollowing acts.

At act S1002, the calling unit is activated, and the hotline number tobe dialled is selected.

At act S1004, the visual menu unit determines that the latest voiceguidance is stored according to the hotline to be dialled.

At act S1006, the visual menu unit invokes the corresponding graphicmenu according to the speech recognition result, and displays the storedmenu information level by level.

At act S1008, the user selects a menu by clicking, and the visual menuunit converts the click of the user on the menu into the menu number andsends the menu number to the calling unit.

At act S1010, the calling unit notifies the visual menu unit to furtherpresent information of a next-level menu of the selected menu afterreceiving the feedback.

At act S1012: When the menu information needs input of accountinformation, the visual menu unit displays a menu edit box and inputsthe user input content stored in the last call by default, and the usercan directly use the previously stored content or re-enter a newaccount.

Through each of the above acts, the voice broadcast may be convertedinto a visual menu, thereby facilitating user operation, saving time ofthe user, and improving user experience.

In another embodiment, there is also provided a software for performingthe technical solutions described in the above embodiments and exemplaryembodiments.

In another embodiment, there is also provided a storage medium in whichthe above software is stored, including but not limited to opticaldisks, floppy disks, hard disks, erasable memories, and so on.

The above is only an exemplary embodiment of the present disclosure andnot intended to limit the present disclosure, and for the technician ofthe field, the present disclosure may have various modifications andvariations. Any modifications, equivalent replacements, improvements andso on within the principle of the present disclosure shall fall withinthe scope of protection as defined in the appended claims of the presentdisclosure.

INDUSTRIAL APPLICABILITY

In above technical solution provided according to the embodiments of thepresent disclosure, voice guidance in a call is converted into visualdata; and the visual data is displayed as a visual menu to presentcontent of the voice guidance, so as to solve the problem of poor userexperience caused by the voice guidance employed in a call. By virtue ofthe technical scheme, the voice guidance is displayed as a visual menuvividly and intuitively, thereby improving user experience.

1. A call processing method, comprising: converting voice guidance in acall into visual data; and displaying the visual data as a visual menuto present content of the voice guidance.
 2. The call processing methodas claimed in claim 1, wherein converting the voice guidance into thevisual data comprises: acquiring indication information, wherein theindication information indicates whether to convert the voice guidanceinto the visual data; and converting the voice guidance into the visualdata when the indication information indicates to convert the voiceguidance into the visual data.
 3. The call processing method as claimedin claim 1, wherein after displaying the visual data as the visual menu,the call processing method further comprises: receiving data input by auser during a voice guidance interaction process and saving the datainput by the user.
 4. The call processing method as claimed in claim 3,wherein after saving the data input by the user, the call processingmethod further comprises: invoking the data and displaying the datatogether with the visual menu.
 5. The call processing method as claimedin claim 1, wherein after displaying the visual data as the visual menu,the call processing method further comprises: receiving a commandthrough the visual menu; and sending the command to a provider of thevoice guidance.
 6. The call processing method as claimed in claim 1,wherein displaying the visual data as the visual menu comprises at leastone of: displaying the visual data as the visual menu in a form of alist, displaying the visual data as the visual menu in a form of a treestructure, displaying the visual data as the visual menu in a form oforganization architecture, or displaying the visual data as the visualmenu in a form of text display.
 7. The call processing method as claimedin claim 6, wherein when the visual data is displayed in the form of thelist, in the form of the tree structure, or in the form of theorganization architecture, displaying the visual data as the visual menucomprises: displaying one or more first-level menus; and displaying,after receiving a command of displaying a next-level menu of at leastone menu in the one or more first-level menus, the next-level menu ofthe at least one menu in a form of a list.
 8. The call processing methodas claimed in claim 1, wherein displaying the visual data as the visualmenu comprises: determining to display all menus or display a part ofmenus according to a screen size of a device displaying the visual menu.9. The call processing method as claimed in claim 1, wherein afterdisplaying the visual data as the visual menu, the call processingmethod further comprises: saving the visual menu and establishing arelationship between the visual menu and a number, wherein therelationship is used for invoking the visual menu when a user dials thenumber.
 10. A call processing device, comprising a hardware processorarranged to execute program modules comprising: a converting module,arranged to convert voice guidance in a call into a visual data; and adisplaying module, arranged to display the visual data as a visual menuto present content of the voice guidance.
 11. The call processing deviceas claimed in claim 10, wherein the converting module comprises: anacquiring unit, arranged to acquire indication information, wherein theindication information indicates whether to convert the voice guidanceinto the visual data; and a converting unit, arranged to convert thevoice guidance into the visual data when the indication informationindicates to convert the voice guidance into the visual data.
 12. Thecall processing device as claimed in claim 10, wherein the hardwareprocessor is arranged to execute program modules comprising: a firstreceiving module, arranged to, after the displaying module displays thevisual data as the visual menu, receive data input by a user during avoice guidance interaction process and save the data.
 13. The callprocessing device as claimed in claim 12, wherein the hardware processoris arranged to execute program modules comprising: an invoking module,arranged to invoke the data and display the data together with thevisual menu after saving the data input by the user.
 14. The callprocessing device as claimed in claim 10, wherein the hardware processoris arranged to execute program modules comprising: a second receivingmodule, arranged to receive a command through the visual menu after thedisplaying module displays the visual data as the visual menu; and asending module, arranged to send the command to a provider of the voiceguidance.
 15. The call processing device as claimed in claim 10, whereinthe displaying module comprises at least one of: a first displayingunit, arranged to display the visual data as the visual menu in a formof a list; a second displaying unit, arranged to display the visual dataas the visual menu in a form of a tree structure; a third displayingunit, arranged to display the visual data as the visual menu in a formof organization architecture; a fourth displaying unit, arranged todisplay the visual data as the visual menu in a form of text display.16. The call processing device as claimed in claim 15, wherein each ofthe first displaying unit, the second displaying unit and the thirddisplaying unit comprises: a first-level menu sub-unit, arranged todisplay one or more first-level menus; and a next-level menu sub-unit,arranged to display, after receiving a command of displaying anext-level menu of at least one menu in the one or more first-levelmenus, the next-level menu of the at least one menu in a form of a list.17. The call processing device as claimed in claim 10, wherein thedisplaying module comprises: an adjusting unit, arranged to determine todisplay all menus or display a part of menus according to a screen sizeof a device displaying the visual menu.
 18. The call processing deviceas claimed in claim 10, wherein the hardware processor is arranged toexecute program modules comprising: a saving module, arranged to savethe visual menu and establish a relationship between the visual menu anda number after the displaying module displays the visual data as thevisual menu, wherein the relationship is used for invoking the visualmenu when a user dials the number.
 19. Software for performing the callprocessing method as claimed in claim
 1. 20. A storage medium storingthe software as claimed in claim 19.